Lead Associate - Process Training

WNS; Cape Town; On-site; ZAR 240,000 - 360,000; Full time

Job summary

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across multiple industries. We design human-led solutions that deliver sustainable outcomes and measurable impact.

The role collaborates with Ops/Training Leads to determine training needs, conducts both virtual and in-person sessions, and prepares learning materials. You will mentor new hires, plan programs, and track attendance and performance using relevant tools.

Qualifications

• Graduate/Undergraduate education with minimum 3 years of total work experience.
• 1 to 2 years of customer experience.
• Demonstrates a growth mindset and aligns with WNS values.

Responsibilities

• Determine training needs with Ops/Training Leads.
• Conduct virtual and in-person classroom training sessions.
• Prepare fit-for-purpose learning material.
• Support and mentor new hires and frontline associates.
• Plan and schedule training sessions.
• Design and implement training programs.
• Track, record and present attendance and performance metrics.

Skills

Customer experience

Problem solving

Adaptability

Growth mindset

Communication

Education

Graduate/Undergraduate

Job description

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS' core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS' core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

Work with Ops/Training Leads to determine training needs Conduct virtual/ in-person classroom training sessions Prepare fit-for-purpose learning material Support and mentor new hires as well as in-production front line associates Plan and schedule training sessions Design and implement training programs Select and book venues if needed Track, record and present employee attendance and required performance metrics using the relevant tools Manage attendance and retention of trainees through the session.

Qualifications

Minimum Education Qualification – Graduate/Under Graduate Overall work experience of minimum 3 years 1 to 2 years of customer experience Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset and adapts to WNS Values Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid changes